Global Support Executive

**Some careers shine brighter than others.**

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of **Global Support Executive**

**In this role, you will**:
The role is in compliance with the BCG layering i.e. adhering to the eight layers of the organisation. However, the complexity and team size are the basis for defining the role levels rather than the span of control.

This is due to the complex and high risk nature of the business with direct Regulatory, Financial and Client impact.

As part of the Markets Operations strategic model, HSBC have an operations hub in Kuala Lumpur, Manila and Bangalore within the Global Service Centre. These support multiple products and legal entities and are responsible for various functions within the trade life cycle.

The operations are organised in product teams which are in line with the overall Markets Operations structure: Equities, Fixed Income, FX/MM, Cross Product Services, Client Data Services and Collateral Management & Client Valuation Operations.

In addition there are other support functions including Finance, People Development and Business Risk & Control Management
- Ensure BAU performance contributes to the smooth running of the Operations teams in Kuala Lumpur/Manila/Bangalore
- Maintain high standards of control and mínimal operational loss incidents
- Participate in the execution of future migrations as planned by Regional and Functional product heads, based on agreed end-state operating model
- Seamlessly execute deliverables based on the formalised strategy by manager, for how Kuala Lumpur/Manila/Bangalore can bring greater value to the global operations function
- Smooth delivery on migrations by way of BAU performance/training progress, thus maintaining / improving operational effectiveness and service levels
- Follow consistent procedures for migrations and highlight capacity challenges
- Identify opportunities to improve processes and realise efficiency savings. Provide necessary support to conduct root cause analysis on repetitive process exceptions and implementation of fixes
- Supply appropriate metrics to monitor controls, productivity and service levels
- Train staff as required
- Update training materials etc. to ensure specialist product and process knowledge can be retained and handed on appropriately to new staff
- Conduct UAT for implementation of change programmes

**What you’ll do**:
**Principal Accountabilities**:
**Key activities and decision making areas**

**Typical KPIs and Targets**

**Impact on the Business**

**Adherence to KRI & KPI targets as set by Global Operations Management**
- Ensure BAU performance supports the management of KRI targets set by each product line Globally. Supply up to date information for risk and control meetings. Provide information for inputs into the Global MI packs

**Deliver Risk & Control Framework**
- Understand the inherent risks of the activity performed for effective management of KRIs, to minimise risk. E.g. Nostro/Stock/inter-system breaks, Failed trades, Client Money and Unaffirmed Confirmations
- Understand and take away learning from Operational losses
- Support in the regular control reviews and resolution of key issues identified

**Adherence to Regulatory requirements. E.g. DFA & EMIR**
- Understanding the Regulatory change initiatives and implement processes, basis prescribed standards
- Good understanding of the Key operational and Regulatory related risks & escalation in a timely manner

**Process Improvements and Cost Savings Realisation**
- Deliver efficiencies which result in tangible benefits and increases effectiveness of the department
- Support delivery of department initiatives

**Partner and Input into Operating Model Strategy**
- Support the implementation of Target Operating Model by participating in Migrations/Re-migrations

**Develop and enhance Client Service Operating Model**
- Continually improve on client service
- Professional and proactive when interacting with clients

**Teamwork**
- Create an environment where both within and outside of your direct responsibilities, Markets Operations are viewed as team players, striving to deliver in partnership with colleagues in the organisation.

**Business Strategy & Global Focus**
- Understand the organisation and structure

**Typical KPIs and Targets**
- Work in partnership within and outside the immediat